AccountId: 011433970860
ContactId: 3021e3b5-70ae-4a5e-adfa-398de5da7017
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132470 ms
Total Talk Time (AGENT): 65947 ms
Total Talk Time (CUSTOMER): 46012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3021e3b5-70ae-4a5e-adfa-398de5da7017_20250603T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, hi. This is [PII]. I'm calling for, from Bad this Outpatient. I'm trying to obtain outpatient benefit under this member's plan.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02464978 M as in Mike L as in Larry and number 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient benefit.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. And does anything has been used from that amount?
[AGENT][NEUTRAL] OK, let's see, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so far she's used $80 this year.
[CUSTOMER][NEUTRAL] $80 perfect. The last thing I may name is [PII] is gonna be uh the initial to your last name and the reference number if it's possible.
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date, and the initial to my last name is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That will be everything for today. I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a good one. Bye.